Creating a Quality Management Rubric

About Creating a Quality Management Rubric

While a category model captures behaviors in interactions between clients and representatives, we use rubrics to score those behaviors.

Rubrics allow you to define scoring criteria, thus translating representatives’ behaviors and their expectations into a quantifiable, reportable score. This score can be compared across representatives, teams, or call reasons since it is standard, consistent, and scalable.

Best Practices for Assigning Weights

When you build your rubric, you will have to assign each item a numeric weight. The higher a weight, the higher impact the item has on the document’s score.

Generally, you should choose from one of the following options when you weight items in your rubric:

• Weight behaviors and select representative KPIs based on intuition about behaviors that drive positive outcomes. If weights are already identified with current operation criteria, use those as a starting place.
• As a starting point, assign equal weights to all behaviors and adjust them as you go along.
• For outcome-oriented scoring, use XM Discover’s Drivers-to-Rubrics integration.

Best Practices for Target Scores

Target scores are the number of points a document has to meet to pass the rubric. When setting a target score, use the Spot Check button to get an estimate of how many interactions out of a random 1,000 will fall below the target. The percentage of failed documents in the spot check correlates to an estimate of the percentage of interactions that will populate the inbox as coaching opportunities. This can help you gauge how realistic your scoring criteria is.

Creating & Enabling a Rubric

Now that you know the best practices for Quality Management scoring, it’s time to create and enable your rubric.

See the Creating Rubrics and Enabling Rubrics pages for exact steps.

Once a rubric is enabled, all new interactions that get categorized into the scoring model will get an intelligent score and populate additional information that you can use in dashboards. See Using Intelligent Scoring in Reports.